JOB OVERVIEW  

The Front Office Manager coordinates with all department for all aspects of the day-to-day operation at the hotel. The Front Office Manager will work closely with the other departments to provide exceptional customer service to all customers from check in through check out. 
 

RESPONSIBILITIES: 

• Trains, cross –trains and retrains all front office personnel. 

• Participates in the selection of front office personnel. 

• Schedules the front office staff. 

• Supervises workload during shifts. 

• Evaluates the job performance if each front office employee. 

• Maintains close liaison with all other Departments to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest experiences. 

• Maintains master key control. 

• Verifies that accurate room status information is maintained and properly communicated. 

• Resolves guest problems quickly, efficiently, and courteously. 

• IT savvy and able to communicate with system vendors and resolve issues. 

• Follow up work must be impeccable 

• Eye for detail 

• Able to train the team and the duty managers 

• Able to handle investigation, good report writing skills and must know emergency protocols. 

• A thinker and able to improvise procedures  

• Good communicator with the front office team 

• Highly service orientated  

• Enforces all cash-handling, check-cashing, and credit policies. 

• Conducts regularly scheduled meetings of front office personnel. 

• Upholds the hotel's commitment to hospitality. 

• Prepare performance reports related to front office. 

• Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc. 

• Monitor high balance guest and take appropriate action. 

• Ensure implementation of all hotel policies and house rules. 

• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. 

• Prepare revenue and occupancy forecasting. 

• Monitor all V.I.P 's special guests and requests. 

• Maintain required pars of all front office and stationary supplies. 

• Review daily front office work and activity reports generated by Night Audit. 

• Review Front office work processes and Guest feedback forms on a daily basis. 

• Be familiar with the local community and famous events in town. Appropriate recommendations can be made to guests to enhance their stay in the hotel  
   

QUALIFICATIONS & REQUIREMENTS 

Qualifications: 

• Diploma in hospitality or tourism management or a related field with experience. 

Experience: 

• Minimum 5 years’ experience working in the same capacity 

Personal qualities & attributes: 

• Team player who is organised and able to work independently 

• Outstanding communication and people skills 

• Detailed oriented and strong customer service skills 

• Can motivate fellow team members 

• Mature, responsible and takes ownership 

• Well-groomed and professional disposition 

• Able to identify problems and issues in a pre-emptive manner, and resolve them independently and creatively 

• Meticulous with strong attention to details with good follow-up 

• Able to provide leadership in creating a cohesive, creative, effective team environment